certification event...2016/02/02 · certification event accelerate your customer experience career...

Certification EventAccelerate your customer experience career and programs at this special event following CXFusion. April 28-29,2016

WELCOME TO EDUCATION NIRVANA

When you’re a customer experience (CX) practitioner, the demands on your team, your programs, and on you are high. MaritzCX has created a special education event that offers you and your colleagues a unique opportunity to gather with peers and participate in working sessions that will elevate your knowledge and expertise around VoC and CX programs.

Who better to create and deliver these courses than the world’s best CX professionals? MaritzCX trainers and sector leaders, along with expert guest presenters, have worked together to craft course material that will help you and your CX team optimize your CX practices. Learn directly from those who created the customer experience research industry and walk away knowing what others do not. You’ll become proficient in creating program strategies and blueprints, in building programs and surveys the right way for your company and your needs, and in techniques to discover and report insights, and inspire action across your company.

CXFusion + Certification = SAVINGS

When you register for CXFusion and Certification event you will receive a $200 discount on the CXFusion early bird rate through February 19, 2016 (a $600 savings). When you register for CXFusion and Certification event after February 19, 2016 you will receive CXFusion at the rate of $650.00 (a $400 savings).

Register today at cxfusion.com/#register


The following agenda is for the training and certification event immediately following CXFusion. Register now at cxfusion.com/#register and save on your CXFusion registration.

WELCOME TO EDUCATION NIRVANA

Over 250 professionals have certified, including CX professionals from these companies:

GuideStone® Financial Resources

CERTIFICATION April 28, 2016 April 29, 2016 LEVEL

CX Operations Certification $1,250

Best Practices in CX Data Collection

CX Sampling, Survey and Study Design

Intermediate

VoC Certification $1,250

VoC Day 1 VoC Day 2 Beginner


This certification course is designed to provide a basic overview of Voice of the Customer (VoC) best practices – it’s a great place to start if you are new to CX or want to take your first step into any kind of formal CX/VoC education. It is a first-of-its-kind industry certification for VoC professionals, and since its launch, hundreds of VoC/CX professionals have certified with this unique curriculum covering four main areas:

1. Developing a VoC blueprint

2. Creating a culture of employee and customer engagement

3. Gaining insights from survey data

4. Taking action on insights

After completing the 2-day training, you will be able to:• Understand the benefits of a true VoC program

• Analyze and recommend data-gathering techniques

• Identify best practices in obtaining insights from data

• Create a blueprint for your VoC program

• Find relationships in your data

• Lay the foundation for your action plans

• Practice new techniques in the analysis of VoC data for improved actionability

• Identify key drivers in your data

• Link feedback to customer economic value

• Drive the right actions from your data

Who should attend?This is a foundational certification for those new to VoC.

Includes two days of classes, course material, testing, and

certification award once testing is passed. Price does not include

air travel, hotel, or ground transportation.

VoC Certification $1,250 US per person

VoC: JEFF OLSEN

NPS® Certified Associate. For more than two decades, Jeff has been developing training solutions for the IT and manufacturing industries. Jeff holds a Masters Degree in Education and Distance Learning from the University of Phoenix. He also works as an Associate Professor of Communications at Utah Valley University.

VoC: GARY RHOADS, Ph.D.Dr. Gary Rhoads is currently a professor of marketing at Brigham Young University and holds the Stephen Mack Covey Professorship awarded by the Center of Entrepreneurship. He received a B.S. in Zoology with a minor emphasis in Chemistry, as well as an MBA from Idaho State University, and holds a PhD in Marketing from Texas Tech University. He was a founding partner of Direct1.com, a consulting firm for Fortune 500 companies. He was also a co-founder of Allegiance, Inc., a provider of Voice of Customer software and services, where he provided best practice consulting services as a loyalty expert.

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VOC CERTIFICATION1 COURSE


VoC Certification $1,250 Course

VoC Day 1 VoC Day 2 Beginner


Ready to take your CX program to the next level? That requires understanding how to refine your CX operations. This course will teach you how to design better data collection models, and then how to build world-class survey studies.

Learn practical ways to improve survey response rates, reduce respondent fatigue, and explore new ways to engage customers in the CX feedback and exchange process. The CX Operations Certification combines the popular courses “Advances and Best Practices in Data Collection” and “Sampling, Survey Design & CX Study Design” into one efficient and powerful track.

After completing the 2-day training, you will be able to:

• Design data collection models

• Improve survey response rates

• Reduce respondent survey fatigue

• Design advanced survey and sampling plans

Who should attend?

This program is designed for those who have built a foundational CX program and want to move it to the next level.

Includes two days of classes, course material, testing, and

certification award once testing is passed. Price does not include air travel, hotel, or

ground transportation.

CX Operations Certification $1,250

US per person

CX OPERATIONS CERTIFICATION

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DATA COLLECTION: TED SAUNDERSAs Manager of Digital Solutions for MaritzCX, Ted is frequently relied upon for his expertise in all aspects of digital data collection. In this role, Ted has designed and managed several mobile research-on-research projects in collaboration with clients and external vendors to identify best practices for web survey programming within the limits of the small screen. Results of these studies have been shared at the CASRO Digital Conference, CASRO Technology Conference, AAPOR Annual Conference, The University of Texas-Arlington Annual Market Research Conference, CX Fusion and the American Marketing Association. Summaries of MaritzCX testing and approach to the mobile web studies have also been published in the CASRO Annual Journal and the Marketing Research Association’s Alert! Magazine. Ted has an MBA with a concentration in marketing from Washington University and a BSBA in finance from Saint Louis University.

SURVEY & STUDY DESIGN: DEB DAVIS-LENANE, ABD As Research Director at MaritzCX, Deb is mostly responsible for the success of ad hoc custom research projects for a broad range of clients and industries. She works closely with clients and internal staff in research design, cost quotation and proposal development, management of the research process, analysis, and development of smart reporting of findings. Prior to joining MaritzCX, Deb led the R & D efforts of a healthcare survey measurement firm in managing multiple teams on survey research projects that included the development of attitude surveys for new markets and large-scale validation studies. Her prior work also includes consulting positions with a national test publisher specializing in employee aptitude and personality tests.

Deb’s education includes completion of all coursework towards a Ph.D. in Industrial/Organizational Psychology from IIT. As an adjunct professor, she teaches graduate level courses in quantitative and qualitative research methods and has taught undergraduate courses in Industrial Organizational Psychology. She has contributed articles to the Journal of Organizational Behavior on leadership, the Naurice Nesset Research Forum and Rush University Forum for Research and Clinical Investigation on healthcare measurement.

2COURSE


CX Operations Certification $1,250 Course

Best Practices in CX Data Collection

CX Sampling, Survey and Study Design

Intermediate


AGENDA

7:30am-8:30am Networking Breakfast

8:30am-12:00pm Classes (Morning break included)

12:15pm-1:15pm Networking Lunch

1:15pm-5:00pm Classes (Afternoon break included)

6:00pm Evening Free to Explore the City

7:30am-8:30am Networking Breakfast

8:30am-12:00pm Classes (Morning break included)

12:15pm-1:15pm Networking Lunch

1:15pm-5:00pm Classes (Afternoon break included)

Thursday, April 28, 2016

Friday, April 29, 2016


Certification Training will be held at the Monte Carlo Las Vegas Hotel.

Transportation will be provided Thursday, April 28th from the Bellagio for those that will be taking advantage of the training and need to transfer to the Monte Carlo.

MaritzCX has secured a group room rate of: $62.00 ++ per night for Wednesday April 27 and Thursday April 28. $154.00 ++ per night for Friday, April 29.

++ There is a $30 resort fee and local tax charged by the Monte Carlo for each night of your stay.

Space is limited and rooms are available on a first come basis. Your travel and accommodations are not included in the certification pricing.

Once you register for the certification course, you will be able to make a hotel reservation for the discounted rate at this site. cxfusion.com/#register

Monte Carlo Las Vegas 3770 Las Vegas Blvd. South, Las Vegas, NV 89109

To make your reservation, follow the hotel booking link at cxfusion.com

Venue Information


CertificationFor thought leadership and best practices visit our blog at cxcafe.maritzcx.com.

maritzcx.com

certification event...2016/02/02 · certification event accelerate your customer experience career...

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